Product Specialist

AdaptIT; Midrand; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT solutions provider is seeking an Opera Product Specialist in Midrand. This role involves maintaining customer relationships, handling complex support issues, and ensuring collaboration with teams for successful product delivery. The ideal candidate has a Degree or Diploma, extensive Opera experience, and strong analytical and communication skills. This permanent position offers opportunities to contribute to customer solutions and improvements in product offerings.

Qualifications

• Grade 12/Matric is a minimum requirement.
• Relevant Degree or Diploma is essential.
• Opera experience is very essential to the role.

Responsibilities

• Maintain professional relationships with customers to understand their challenges.
• Handle complex escalations and critical production issues.
• Assist and guide corporate accounts with specific testing.

Skills

Excellent customer service

Analytical skills

Communication skills

Presentation skills

Attention to detail

Education

Relevant Degree or Diploma

Tools

Opera experience

Microsoft Products knowledge

Job description

Position summary

Industry: IT & Internet

Job category: Hospitality, Hotel, Catering, Tourism and Travel

Location: Midrand

Contract: Permanent

EE position: No

About our company

Adapt IT (Pty) Ltd is a subsidiary of Adapt IT Holdings Proprietary Limited and a market leader in developing specialised vertical market software and digitally‑led business solutions that assist clients across targeted industries to Achieve More by improving their customer experience, core business operations, business administration and enterprise resource planning.

Introduction

The Opera Product Specialist position will shape the way we drive customer solutions across Opera departments. This integral team member is an in‑house expert on Opera products and third‑party vendors integrating into Opera PMS, acting as a bridge between technical, installation, support and external users to ensure product success by providing deep knowledge, gathering feedback and supporting the Opera team to drive solutions.

Job description

PRIMARY RESPONSIBILITIES FOR THE ROLE

Opera Solution Engineering

• Maintain a professional relationship with all our customers to learn the challenges they're facing and implement solutions according to those needs.
• Technical expertise of Opera product features, functions, and benefits.
• Product development collaboration with product managers and solution engineers to suggest improvements, fix bugs, and drive solutions that are customer fit.
• Collaborate with the Opera development team to ensure excellent product delivery.
• Collaborate with the Report Writers team and assist with complex issues.
• Address customer questions, resolve issues, and gather feedback on user pain points.
• Work with the technical team leader and national product specialist to assist installers during and post projects.
• Any other tasks deemed appropriate.

Opera Support

• Handle complex escalations and critical production issues.
• Own high‑severity incidents end‑to‑end.
• Advanced troubleshooting and problem‑solving.
• Strong understanding of OPERA V5 architecture.
• Collaborate with the Support specialist and technical agent to resolve complex issues.
• Highlight training areas for the technical agent to Opera Managers.
• Internal incident and escalation management within the department and Oracle.
• Available for 3rd line support when required.
• Ability to work under pressure and meet SLAs.
• Any other tasks deemed appropriate.

Product Knowledge and Testing

• Troubleshoot functional application problems.
• Research and create solutions for potential customers.
• Keep up to date with Oracle in terms of – Upgrades and Maintenance happening on Opera.
• Documenting and keeping track of the Bug Id identified by Oracle for a particular version.
• Reading new published information on Oracle Docs and attend relevant product webinars.
• Test and troubleshoot all new patches and versions prior to release.
• Assist and guide corporate accounts with their group specific testing.
• To ensure that relevant SCR’s, new functionality and local requirements are tested and documented.

Documentation, Training and communication

• Identify and advise management of procedures that may require updating or reviewing within the team/business.
• Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.
• Forward relevant product information, fixes, workarounds, known issues, etc… to relevant personnel within the company.
• To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations and meetings.
• Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, elevate to the correct channels.
• Provide training to Sales and Project team on Opera cloud pre‑sales and quoting.

Minimum requirements

• Grade 12/Matric
• Relevant Degree or Diploma
• Opera experience very essential
• IT related knowledge (advantageous)
• Knowledge of Microsoft Products
• Driver’s license
• Own vehicle

Desired skills and qualities

• Demonstrate aptitude or competence for assigned responsibilities.
• Demonstrate ability to take initiative and carry out assigned tasks to completion.
• Manage time, resources well and demonstrate excellent planning and organisational skills.
• Committed, motivated and able to achieve tasks in line with deadlines.
• Excellent customer service and analytical skills.
• Be proactive and customer focus.
• Excellent communication and presentation skills.
• Meticulous, with high attention to detail.

Excellent inter‑personal skills

EXCELLENT INTER-PERSONAL SKILLS